Austrian Mobile Operator Spusu shuns AI chatbots


Just days after AI was the hottest topic at this year’s MWC Barcelona, the company are firmly standing by human-based customer services

Spusu, an Austrian-based mobile operator with operations in the UK, has confirmed that it will continue to offer human customer service offerings, instead of replacing it with AI services. The company have pledged to only “using human customer service agents”.  

“To our current and future customers, we want to reaffirm that all enquiries are responded to and managed by Spusu’s dedicated customer service team using your preferred contact channel,” said Christian Banhans, UK MD of Spusu. “Our customer feedback shows that our current methods of communication and response are appreciated and well received. We don’t need to fix something that’s not broken,” he continued. 

Spusu, who were launched in Austria in 2015, have a Mobile Virtual Network Operator (MVNO) agreement via BTWholesale to harness EE’s UK network. The partnership was first announced in June last year, and allowed Spusu to launch their services into the UK market. 

“We’re proud to put accessibility and simplicity at the heart of everything we do and are thrilled to bring our friendly approach to business to the UK,” said Christian Banhans, director of Spusu UK. “Customers will now have access to our cost-effective plans and award-winning customer service, as well as access to the UK’s best mobile network in EE,” he continued. 

The news comes as it was announced last week that Vodafone became the first operator in the UK to launch a large language model (LLM) chatbot, introducing the novel technology for its VOXI customers. The chatbot was developed in partnership with Accenture UK, and will be used to create a more enhanced customer service experience, says Vodafone.  

“VOXI is using generative AI to fundamentally reinvent its business. The customer experience is only the start of how this technology can be adopted at scale across the organisation,” said Accenture UK’s Generative AI Lead, Mark Farbrace. 

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